For the most part, websites can be rather impersonal. People may see your image and read about you, but there is no real communication between you and the potential client or customer. One effective way to combat this is to have online customer service.

This website feature can go a long way towards increasing consumer confidence and loyalty. Whether people use the feature or not, they will be glad to see that you have it. It can separate you from the competition and show how seriously you take customer service.

1) What is Online Customer Service?
It is a live chat feature that lets someone on your website chat with someone from your company. The feature can be turned on and off depending on whether or not you have someone available to speak to the customer. They can leave an "after hours" message for those times you are not available.

If someone is on your website and has a question, they may or may not be able to call at that moment. Rather than hope they email you and are willing to wait for a response, helpline lets them speak to someone immediately. This is especially important since many people surf the web while at work and may not be able to make a private phone call at that moment.

2) What if I do not Sell Anything?
Many businesses can benefit from helpline regardless of whether or not they sell things directly on their website. If you are a doctor, lawyer, dentist or other professional that sets appointments, you can use live customer service to let someone schedule an appointment with your office directly.
Helpline may not be for every business, however, ask yourself if you would benefit from people being able to speak to your company immediately. If the answer is yes, then live customer service is something you should consider.

3) Who Should Answer the Inquiries?
Ideally, you handle your live help desk directly rather than outsource it. The more familiar the person is with the products or services, the better the experience will be for all parties. For a small business owner, you are likely the best person to handle the inquiries.

The person who handles the inquiries must be highly professional and understand that some of the inquiries may not be serious, but it is important to remain professional at all times.

4) Cost for Live Customer Service
The most popular live help desk feature is offered by Live Help. They have different packages that range in price. There is also some free live customer service options. A popular free version is by Crafty Syntax.

You can compare the features of different live customer service programs before picking the best one to suit your needs.

You will find that adding live helpline to your feature can set you apart from the competition. It can give you instant credibility and the ability to immediately engage your potential clients and customers. Depending on your business, you should consider adding live customer service.